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Airline Passenger Officer

Also known as Airline Customer Service Agent and Airline Customer Service Officer.

Airline passenger officers work at the airport providing customer-related services such as check-in and boarding procedures, providing information and directions, locating lost luggage and assisting passengers who require special attention.

Airline passenger officers are required to work shifts, which may include weekends, public holidays and nights.

Uniforms are usually provided.

TASKS

Airline passenger officers may perform the following tasks:

issue and check tickets and travel documents, check in passengers for their flight and allocate seats on the aircraft
check baggage size and weight
direct passengers to immigration and/or departure gates, and provide information about customs and immigration procedures
assist with passenger enquiries and complaints
attend to travelling airline staff and crew
provide information about flight arrival and departure times and use the public address (PA) system to make announcements to arriving and departing passengers
direct passengers to luggage areas and assist passengers with lost luggage
help passengers requiring special assistance, such as VIPs, disabled and elderly passengers, parents with infants and unaccompanied minors
ensure security measures are adhered to at all times

PERSONAL REQUIREMENTS

excellent communication and interpersonal skills
alertness and common sense
enjoy working with people
neat personal appearance
pleasant personality
comfortable using computers
able to deal with difficult situations
able to work under pressure in peak periods

Interest Area

EDUCATION & TRAINING

You can work as an airline passenger officer without formal qualifications. Employers generally require you to gain your HSC/ACT Year 12 with good results in English and mathematics, and/or have relevant clerical and customer service experience.

The selection process involves aptitude testing and an assessment of educational qualifications and previous workplace experience.

Following selection and appointment, airline passenger officers undergo initial in-house training, which covers service standards and protocols, computer reservations, check-in systems and security training.

You can also become an airline passenger officer through a traineeship in Aviation (Ground Operations and Service).

Entry requirements may vary, but employers generally require Year 10.

Additional Information

Experience in a service industry, such as hospitality or retail, may be highly regarded. All persons working in the airline industry must satisfy security clearance requirements.

Once you are employed, you may be able to develop, and have recognised, additional skills under the Aviation Industry or Tourism, Travel and Hospitality Training Packages that will expand your career opportunities within these industries.

EMPLOYMENT OPPORTUNITIES

Most airline passenger officers are employed by the major airlines operating in Australia such as Qantas, Jetstar and Virgin Australia. Many are employed on a permanent part-time basis. Competition for positions is strong.

With experience, and sometimes further training, airline passenger officers may progress to supervisory or managerial positions.